How Not to Respond to Criticism

Oh man, I never saw this coming. So I bought an iPad today and also bought “Invisible Shield” by Zagg which is a product used to protect the screen of the iPad. I had a really difficult time getting on the iPad, so much so that I put it back in the packaging and will be bringing it back to Best Buy because of the extreme level of dissatisfaction with the product. I went on Youtube to see if anyone else had the same level of frustration that I experienced or if there were any tutorials or reviews on their showcasing the product. I was curious to see other people’s reactions to the product, be it positive or negative. I could see how the product could be useful on smaller devices, but could not for the life of me understand how someone could use it on such a big screen. You see, it is this big sticker, and you need to use some kind of a spray that comes with it to apply it correctly. When you are doing this by yourself it is truly impossible unless, like the first video I watched, you have two people.

MrDoubled50

So, I used the comment section of this video to express my dissaproval of the product and to voice my humble opinion in direct a manner as possible. Well, I lost about an hour learning my new toy, when suddenly I got an email stating I had a response from my comment on the video:

@andrewjtalcott I’d say user error man, too bad for you. WATCH my video, I installed it with no problems and NO AIR BUBBLES, but I guess that’s not possible and my review just sucks. Buy bye


I was surprised by the reaction, not only for the misspellings (side-note: always check your comments for errors before putting it out there on the web, it makes you seem unprofessional at best when there are grammar/punctuation mistakes) but this guy became really defensive and came off as very childish.
This is a perfect example of how not to handle your online brand and/or your internet reputation. Even though my initial comment may of come off as me being aggravated, it was more so with the product than with the video. Also, even if I did insult him, he would of looked more professional if he handled the comment in a more adult fashion, even something along the lines of, “Sorry to hear that, I did not share the same experience” would of sounded better than what he actually wrote. My response to his comment was:

“@MrDoubled50 wow, just a difference of opinion sorry to upset you, you did have two people helping you which must of made it easier for you, no need to be snarky about it. I never said your review sucks or that it wasn’t possible, just that I had a different experience, nothing against you, just didn’t like the product.”


So, maybe I did sound a little harsh in my initial comment and my final comment could of been a little more mild, but if you want to come off as professional on your website, youtube channel, or social media page, you should try your hardest to be polite and/or respectful. People will read your words and associate them with your brand. Will I ever recommend MrDoubled50’s youtube channel to anyone? No. Will I ever watch them again? Probably not. It is a good idea to respond to comments and criticism, but doing so in a mature way will boost your credibility and brand image.

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